Assistant Manager - Room Operations

Marriott•Philadelphia, PA

8d•$28 - $31

About The Position

This entry-level management position supports the day-to-day activities of Rooms Operations, including Housekeeping, Recreation, Laundry, Bell Staff, AYS, Front Desk, and Concierge/Guest Services. The role helps employees carry out guest arrival and departure procedures, maintain the property's cleanliness standards, and achieve guest and employee satisfaction and operating budget goals. The position supports room operations management, contributes information for budgeting and revenue decisions, and helps provide and manage the guest experience. It also involves coordinating employees and shifts, reviewing operational reports, responding to guest feedback and concerns, and supporting Marriott's hospitality standards.

Requirements

High school diploma or GED and 3 years of experience in guest services, front desk, housekeeping, or a related professional area; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and 1 year of experience in a related professional area.

Responsibilities

Open and close Front Desk and Housekeeping shifts, ensuring assigned checklists and other duties are completed.
Run and review critical information in Rooms Operations reports.
Understand the functions of Recreation, Laundry, Housekeeping, Bell Staff, AYS, Front Desk, and Concierge/Guest Services operations.
Operate department equipment as necessary and report malfunctions.
Ensure employees have proper supplies and uniforms.
Understand night audit procedures and use reports as necessary.
Understand and comply with loss prevention policies and procedures.
Communicate performance expectations to employees in accordance with their job descriptions.
Handle employee questions and concerns.
Schedule employees according to business demands and track employee time and attendance.
Supervise same-day selling procedures to maximize room revenue and property occupancy.
Verify room-rate accuracy to maximize revenue opportunities.
Use budgets, operating statements, and payroll progress reports to assist in managing Room Operations.
Participate in managing departmental controllable expenses to meet or exceed budget goals.
Understand the impact of Room Operations on overall property financial goals and objectives.
Assist in investigating employee and guest accidents.
Assist with use of a guest information tracking system to support a repeat-guest recognition program and recognize guest preferences.
Set a positive example for guest relations.
Interact with guests to obtain feedback on product quality and service levels; respond effectively to guest problems and complaints, seeking supervisor assistance as necessary.
Assist in reviewing comment cards and guest satisfaction results with employees.